Refund policy

Because Science in Sport products include food, supplements, ingestible items and TGA-listed medicines, strict safety standards apply.

2.1 NO Change-of-Mind Returns

For health, hygiene and product safety reasons, we do not accept change-of-mind returns for ANY consumable product, including but not limited to:

  • powders
  • gels
  • bars
  • hydration tablets
  • effervescent tablets
  • vitamins
  • probiotics
  • beta-alanine capsules
  • omega-3 products
  • electrolyte products
  • immune-support products
  • any ingestible item

This applies regardless of whether the product is:

✓ unopened
✓ unused
✓ sealed

This ensures compliance with FSANZ food safety standards and prevents re-sale of products where safety cannot be guaranteed.

3. Returns for Faulty, Damaged or Incorrect Items

You are entitled to return a product if it is faulty, damaged, incorrectly supplied, or unsafe.
Examples include:

  • product packaging damage
  • contamination or defect
  • incorrect item received
  • product not as described
  • compromised seals (on arrival)
  • expired or near-expired products (if not disclosed)
3.1 How to Lodge a Faulty Item Claim
  1. E mail info@5tsports.co.nz
  2. Provide:
    • Order number
    • Photos of the product, batch code, packaging, and issue
    • Description of the problem
  3. A team member will review your request and advise next steps.
3.2 Evidence Requirements

You must provide clear photos of:

  • the fault or defect
  • the expiry date or batch code (if applicable)
  • packaging condition
  • shipping label (if damage occurred in transit)

This allows us to investigate and resolve the issue quickly.

3.3 Do You Need to Return the Product?

In most cases no, we do not require the product to be returned.
If a return is necessary, we will provide a prepaid return label.

4. Refunds, Replacements & Remedies (ACL-compliant)

Under the Australian Consumer Law, you are entitled to a remedy depending on the nature of the issue.

4.1 Refunds

We will provide a refund when:

  • there is a major failure, or
  • the product is faulty and cannot be replaced within a reasonable time.

Refunds are processed to the original payment method only.

4.2 Replacements

Where appropriate, we may offer:

  • the same product as a replacement
  • a similar product (if you consent)
  • store credit
4.3 Store Credit

Store credit may be offered for minor issues or customer preference where acceptable.

4.4 Timeframes

Refunds are typically processed within 3 business days of approval.